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Service Cloud Questions and Answers (Q&A)

I am not sure about the answer. A case can be resolved according SLA being escalated or not. The option "B. Percent of cases closed on first contact" seems better, since normally the first...Read More

2 Answers

218 views
K. Myers, Blogger
Answered: Oct 04, 2018
The best process that should be followed is C. Entitlement process is the start of the whole process. After this is the contracts process. Everything should be finalized before things can...Read More

2 Answers

296 views
Correct answer is option B A consultant should recommend adding the entitlement related list to contact records to prevent such from happening in the future. The contacts related list on...Read More

2 Answers

260 views
C. Perez, Writer
Answered: Apr 24, 2019
The correct answers to this question is B, case teams, and C, workflow rules. Both of these are used the cloud based software Salesforce. Case teams are used to help groups of people work...Read More

2 Answers

218 views
Correct answer is option A. A consultant should enable the Knowledge sidebar setting in the case of support settings to be able to suggest articles to agents based on information they are t...Read More

2 Answers

291 views
Christian Jackson, Content Developer
Answered: Apr 24, 2019
The correct answer to this question is B, Community and C, Chatter Answers. Both of these options would be used in the cloud based software, Salesforce. Communities are a way to share information...Read More

2 Answers

219 views
E. Good
Answered: Dec 14, 2018
The correct answers to this question are A, B, and D. In a situation where universal containers are using the service cloud console for managing cases with these specifications, you have to do a...Read More

2 Answers

226 views
Answers vary among forums. The only thing consensual is that A is not correct. As for B, C, and D, a different combination of the two of them are considered correct, depending on th...Read More

2 Answers

214 views
E. Austin
Answered: Jan 17, 2019
There are two things that a consultant must recommend. The first one is letter A. The second recommendation is letter C. It is important that team members will collaborate especially when it...Read More

2 Answers

221 views
John Smith
Answered: Feb 25, 2020
Enable the “Most Recent” component within the salesforce console for service.

2 Answers

242 views
L. Hawkes, Teacher
Answered: Oct 11, 2018
Option B - uncover gaps in the knowledge base. This is a major benegit of deploying knowledge in customers communities. Once knowledge is deployed to customers, they have a better understand of...Read More

2 Answers

226 views
The correct answer to the question is option B. To ensure that the contract service level requirements for a client are being met, entitlement process, contracts, milestone and milestone ac...Read More

2 Answers

244 views
Mike John, Content Explorer
Answered: Dec 26, 2018
Correct answers are options A and D
The implications to be considered when planning to migrate this data into Salesforce is that salesforce reporting may be affected and the result...Read More

2 Answers

230 views
L_georgieva
Answered: Feb 25, 2020
Article permission sets allow agents to participate in the article publishing process

2 Answers

215 views
F.Brian
Answered: Jan 28, 2018
Should a company implement a Knowledge Centered Support (KCS) into its call center but soon find out that the agents are not contributing enough new knowledge articles, there are two things that...Read More

2 Answers

253 views

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